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Senior Customer Technical Services Analyst in Cairo, Egypt

Mastercard
Cairo, Egypt
Posted 4 years ago
191People have clicked1 open position
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Job Details

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Job Description

  • Manage the administration of merchant on boarding, profile configuration and reporting
  • Providing technical support to MasterCard customers, partners, service providers and other MasterCard departments for the operational support of the MasterCard Payment Gateway platform;
  • Supports and manages technical incidents that are recorded and tracked within the CRM system and where required, raised to the Engineering team for development/bug fixes.
  • Prepare and distribute communications with customers, partners, services providers and other MasterCard departments, including communications throughout incidents, as well as general reporting and informational communications;
  • Complete daily, weekly and monthly administration tasks;
  • Complete daily handover meetings with the Asia Pacific and US teams to ensure continuous follow the sun support
  • Ensure that the Manager is always informed of workload status and details of key issues;
  • Work to ensure that the team can meet or exceed agreed Service Level Agreements
  • Adhere to and follow MasterCard policies and procedures in all activities;
  • Continuously develop knowledge of all relevant MasterCard products and services;

Job Requirements

  • Solid Customer Service experience
  • Solid understanding of ITIL model. ITIL certificates are desirable
  • Knowledge of eCommerce and payments' industry products and services
  • Good understanding of the internet, web programming languages Like PHP, Java and .Net
  • Good understanding of IP networking, the 7 layers of OSI model, and client-server interaction.
  • Good understanding of programming languages like PHP, JAVA, .NET, etc...
  • Strong Numerical and application log analytical skills
  • Knowledge of Unix/Linux Operating systems - Beneficial
  • SQL database query writing - Desirable
  • Proven ability to communicate effectively and work collaboratively with a diverse audience and adjust language style to meet needs of the audience as required

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